How are my response time and acceptance rate measured?

Every booking request must be answered in time: within 12 hours of the request, or 2 hours before the start if that is sooner. Each request shows the time left, for example Reply in 5 h 40 min.

What happens if you do not answer

The request lapses. The guest is refunded in full, and the lapse counts towards your response rate.

What we measure

Open Menu, then Performance and Charter Elite. You can view the last 90 days or the last 12 months:

• Response time: your typical reply to a booking request, with the requests answered in time, answered late and missed.
• Acceptance: the share of booking requests you accepted.
• Completion and cancellation: see Your cancellation rate.

Declining is fine

You may decline a request that does not suit you. Declining for a genuine safety reason never counts against you. Declining before acceptance is always better than accepting and cancelling later.

Why it matters

Charter Elite needs 95% of requests answered in time, a typical reply of 2 hours or less, and 90% of requests accepted. See Charter Elite.

Two or more lapsed requests in 30 days bring a performance warning on your Home. Persistent problems may lead to a review under the Operator Standards.

Tips

• Keep Requests and quotes alerts on. They are always on for new requests.
• Keep your calendar current so guests cannot request dates you cannot serve. See Setting your availability.